ICT Service Desk Manager

ICT Service Desk Manager – Contract Opportunity

Location: Hybrid – Scotland-based (regional site flexibility)

Day Rate: £180 day (Inside IR35)via Umbrella

Start Date: ASAP

Duration: 3 months initially, with a potential 4-week extension

Hours: 37 hours/week | Mon–Fri | Flexibility for 24/7 cover as required

Travel: Occasional travel between regional sites

About the Role

Are you an experienced ICT Service Desk Manager with a deep understanding of IT service delivery and operational excellence? We're looking for an interim professional to lead a review and improvement programme for a critical IT service desk operation.

In this role, you'll provide hands-on leadership, perform a gap analysis, and offer actionable recommendations to enhance the service desk's KPIs, SLAs, reporting structures, staffing model, and ITSM tooling.

This is a hybrid role, based from any of several regional offices across Scotland, offering a rare opportunity to make a measurable impact within a nationally recognised organisation.

What You’ll Be Doing

• Review and enhance the effectiveness of the 24/7 ICT Service Desk
• Conduct a comprehensive gap analysis across key service delivery areas
• Recommend improvements in KPI and SLA tracking, reporting, and escalation processes
• Assess current staffing models and propose efficiencies
• Evaluate and advise on ITSM tools, including potential enhancements
• Ensure best-practice change and incident management procedures are followed
• Support the service desk team through any process transitions

What We’re Looking For

Degree in IT, Business Management, or equivalent experience

Proven track record managing service desks in fast-paced, ITIL-compliant environments

Strong incident, change, and problem management experience

Familiarity with a wide range of IT systems, tools, and standards

Knowledge of IT governance, compliance, and industry legislation

Excellent stakeholder communication and analytical skills

Desirable

ITIL certification

Experience with SysAid or similar ITSM tools

Flexibility to support occasional out-of-hours shifts

Why Apply?

This is your chance to shape a critical support function, lead meaningful change, and work flexibly across Scotland. If you're a results-driven service desk leader with a strong grasp of IT operations and strategic service design — we want to hear from you.

Apply now to be considered for this immediate-start opportunity.